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Glossary

Cloud Call Center

TTEC | Glossary | Cloud Call Center

What is a Cloud Call Center?

Cloud call center or cloud contact center is the software or technology used by a business through which all customer interactions are handeld across text (SMS), voice, email, social, messenter, mobile, or other forms of digital customer engagement. Utilizing a cloud contact center, companies are able to make customer interactions securely accessible from virtually anywhere on the globe opening up at home agents and omnishoring strategies for call center staffing needs. One of the primary benefits of cloud contact centers is that they rarely need all of the physical hardware of traditional contact centers due to being internet based.